The RoleThe Incident Commander is responsible for the end-to-end management of all major or critical incidents
Centralised leadership and point of contact for all major or critical incidents
Responsible for the complete major and critical incident management process, engaging in continual service improvement by taking advantage of opportunities to increase the speed and reliability of response (high velocity support)
Drive and lead the incident bridge until the resolution of major or critical incidents; identifying and engaging with appropriate responders and stakeholders at the right times
Ensure all communications, updates or notifications for major or critical incidents are sent adhere to our SLAs and OLAs
Provide updates or escalations to senior leadership and key stakeholders
Responsible for the post incident review process (also known as a postmortem)
Act as a post incident review facilitator
Work with the IRG lead and reporting teams to deliver clear major or critical incident management metrics
At least three (3) years experience working in IT service management, or a similar role
Strong communication and interpersonal skills
Decisiveness and ability to make sound judgments under pressure
Technical knowledge and understanding of IT systems and processes
Strong ITIL knowledge and an understanding of its use in a DevSecOps environment
Problem-solving and analytical skills
Organizational and coordination abilities
Adaptability and resilience in dynamic environments
Bachelor's degree in information technology, engineering, or a related field
Willingness to work a shift pattern and join the on-call rota
Other highly desirable skills are
Experience or involvement in project work alongside normal incident manager or major incident manager duties
Azure/AWS certifications
Interest in latest technologies outside the working environment
Knowledge of the Insurance Industry and Financial Risk software
Job Types: Full-time, Permanent
Pay: Php115,
- 00 - Php150,000.00 per month
Supplemental pay types: - 13th month salary
Commission pay
Yearly bonus
Experience:- IT Service Management: 3 years (Required)
ITIL: 2 years (Required)
- Change management: 1 year (Required)
Incident management: 3 years (Required)
Incident Commander: 3 years (Required)
